Sonesta Hotels International Corporation
Guest Service Agent
Sonesta Hotels International Corporation, Falls Church, Virginia, United States, 22042
Job Description Summary
The Guest Services Agent (GSA) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and providing support for the Operations Manager. The GSA serves as the point person with regard to the Front Desk technology systems and in‑house guest relations during their shift. The GSA is the first point of contact and therefore represents the brand as all guests enter the hotel.
DUTIES AND RESPONSIBILITIES
Deliver on the promise of Sonesta Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards.
Register guests, issue room keys, and provide information on hotel services and room location; answer phones in a prompt and courteous manner.
Accurately process all cash and credit card transactions in accordance with established procedures, including posting all charges, completing cashier and other reports, preparing deposits, and counting/ securing assigned bank.
Maintain the security of cash, credit card transactions, and guest information.
Book guest reservations for individuals and/or groups requested by phone or from within the hotel; process cancellations, revisions, and information updates on changes; up‑sell rooms where possible to maximize revenue.
Follow the overall seasonal demand reservation strategy communicated by the hotel management team with regard to room type and length of stay pricing.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Service the shoppe and pour by ensuring guests receive the service and products offered by the hotel; follow all local laws with regard to alcoholic beverage sales.
Ensure guest special requests are fulfilled and proper delivery of guest services is provided.
Issue, control and release guest safe‑deposit boxes.
Comply with federal, state and local laws regarding health, safety, and alcohol services.
Perform other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS
High School diploma or equivalent required.
One year of previous hotel experience, or retail customer service preferred.
Previous background from the extended stay industry preferred.
Ability to speak, read, and write fluent English; other languages beneficial.
Professional verbal and written communication skills.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
Problem‑solving, reasoning, motivating, organizational, and training abilities preferred.
Experience with Microsoft Office and Opera systems preferred.
Required to obtain a ServSafe certification.
May be required to obtain a TIPS certification.
Valid driver’s license required.
Frequent standing, bending, climbing, kneeling, and moving about the facility.
Carrying, lifting or pulling items weighing up to 50 pounds.
Frequent handling of objects and equipment.
Standing for extended periods of time.
Required to work mornings, evenings, weekends, and holidays.
Additional Job Information / Anticipated Pay Range 17.50 – 18.50 per hour
Benefits
Medical, Dental and Vision Insurance
Health Savings Account with Company Match
401(k) Retirement Plan with Company Match
Paid Vacation and Sick Days
Sonesta Hotel Discounts
Educational Assistance
Paid Parental Leave
Company‑Paid Life Insurance
Company‑Paid Short Term and Long Term Disability Insurance
Various Employee Perks and Discounts
Hospital Indemnity
Critical Illness Insurance
Accident Insurance
Equal Opportunity Employer Statement Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Application Notice Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
#J-18808-Ljbffr
DUTIES AND RESPONSIBILITIES
Deliver on the promise of Sonesta Service in all interactions with guests and clients according to the Sonesta G.U.E.S.T. standards.
Register guests, issue room keys, and provide information on hotel services and room location; answer phones in a prompt and courteous manner.
Accurately process all cash and credit card transactions in accordance with established procedures, including posting all charges, completing cashier and other reports, preparing deposits, and counting/ securing assigned bank.
Maintain the security of cash, credit card transactions, and guest information.
Book guest reservations for individuals and/or groups requested by phone or from within the hotel; process cancellations, revisions, and information updates on changes; up‑sell rooms where possible to maximize revenue.
Follow the overall seasonal demand reservation strategy communicated by the hotel management team with regard to room type and length of stay pricing.
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
Service the shoppe and pour by ensuring guests receive the service and products offered by the hotel; follow all local laws with regard to alcoholic beverage sales.
Ensure guest special requests are fulfilled and proper delivery of guest services is provided.
Issue, control and release guest safe‑deposit boxes.
Comply with federal, state and local laws regarding health, safety, and alcohol services.
Perform other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS
High School diploma or equivalent required.
One year of previous hotel experience, or retail customer service preferred.
Previous background from the extended stay industry preferred.
Ability to speak, read, and write fluent English; other languages beneficial.
Professional verbal and written communication skills.
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred.
Problem‑solving, reasoning, motivating, organizational, and training abilities preferred.
Experience with Microsoft Office and Opera systems preferred.
Required to obtain a ServSafe certification.
May be required to obtain a TIPS certification.
Valid driver’s license required.
Frequent standing, bending, climbing, kneeling, and moving about the facility.
Carrying, lifting or pulling items weighing up to 50 pounds.
Frequent handling of objects and equipment.
Standing for extended periods of time.
Required to work mornings, evenings, weekends, and holidays.
Additional Job Information / Anticipated Pay Range 17.50 – 18.50 per hour
Benefits
Medical, Dental and Vision Insurance
Health Savings Account with Company Match
401(k) Retirement Plan with Company Match
Paid Vacation and Sick Days
Sonesta Hotel Discounts
Educational Assistance
Paid Parental Leave
Company‑Paid Life Insurance
Company‑Paid Short Term and Long Term Disability Insurance
Various Employee Perks and Discounts
Hospital Indemnity
Critical Illness Insurance
Accident Insurance
Equal Opportunity Employer Statement Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Application Notice Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.
#J-18808-Ljbffr